Customer Success Associate

Laundryheap is an award-winning and industry-leading startup that is revolutionising laundry and dry cleaning. We collect, clean, and return customers' items in as little as 24 hours, often making us the fastest in our industry.Headquartered in the UK, our service is available in 14 international markets, and we're currently in the process of expanding further across Europe, Asia, and North America.We are currently looking for an Associate - Customer Success to join our fast-growing team at our office in Bangalore, India. As we are an international brand working with different time zones, we require the potential candidate to be flexible to work in shift patterns.You'll make a difference:Reporting to the Senior Division Manager, as the Associate - Customer Success, you will be responsible for supporting our B2B Linens team to drive operational excellence in Laundryheap Linen services.Operating in the EU and US markets, you will be responsible for addressing inquiries, resolving issues, and ensuring the smooth operation of our driver network.The job responsibilities include, but are not limited to:Respond promptly and professionally to customer inquiries through chat, email and voice platforms platforms,Provide accurate and detailed information about company policies, procedures, and servicesAnalyse, troubleshoot, and resolve issues, ensuring effective and timely resolution, and provide feedback to the relevant departments for process improvementsAcknowledging customer complaints, and dealing with them (wherever possible) when it comes to the missing items/replacement requests, and then escalating them internally with the relevant teams/departments and resolving the issuesCollaborate with cross-functional teams to escalate and resolve complex customer concerns efficientlyDocument all interactions, including inquiries, complaints, and resolutions, in the appropriate systemsMaintain a knowledge base of common customer-related problems and their resolutions,and contribute to internal documentation to enhance team knowledge and efficiencyAdhere to established performance metrics, service level agreements (SLAs), and quality standardsWorking with internal teams on a series of different projects as required, to improve the overall operationsKeeping up-to-date and familiar with all departmental changes, company policies, and industry trendsManage accounts receivable of each client for regular invoicingOnboarding of new customers as and when requiredRequired Skills:Bachelor's degree in Business Administration or a relevant fieldRelevant years of experience should be between 1 - 4 yearsExcellent communication and relationship-building skillsHigh Proficiency in English (both spoken and written)Email chat and voice process support experience in an internationally focused environmentMust be comfortable analysing data setsAbility to express and present clear logical thinkingProficient in Google Sheets skillsExperienced in the investigation of quick resolution and escalationTo-do attitude and problem-solving state of mindStrong multitasking skills in a high-energy environmentBe flexible and supportive of the teamExperience in working in different markets internationally, with strong cultural awarenessWork Schedule and Patterns:9-hour shift (8 working hours + 1 hour break)5 days a week: 2 week-offs rotationalOffice-based roleBenefits: Night shift allowanceNote: Bengaluru-based immediate joiners are preferred.We love to work with ambitious, proactive people who have a can-do attitude and are confident decision-makers. So, if this sounds like you, take this opportunity and apply to join the International Laundryheap Team today!